Service Quality and Innovation in the Public Sector: A Human Values-Based Spiritual Framework

Abstract

The public sector, being the world's largest service provider has the potential to improve the welfare of millions, if it focussed on service quality and innovation. In spite of various drivers and enablers towards better service, the public sector is seemingly tied down by several barriers. This paper studies the drivers, barriers, and enablers of the service quality and innovation of the public sector from a human values-based spiritual perspective. The paper uses the philosophy and teachings of Bhagavan Sri Sathya Sai Baba, a world spiritual leader, to understand the issues involved. The paper then develops a framework for service quality and innovation by integrating all the variables into a cohesive framework. The paper shows that the human values-based spiritual perspective can provide sustainable solutions for improving the service quality and innovation of the public sector, so that it can regain its position as a pre-eminent solutions provider.

Integration of Human Values in Stakeholder Engagement for CSR – Illustrations from Indian Public Enterprises

“…Firms need appropriate capabilities for stakeholder engagement that draw on the knowledge, understanding and behaviour of employees of the firm, working through structures and processes that cross traditional organisational boundaries (Rhodes et al, 2014). Apart from regular capabilities of communication and collaboration, firms also need new capabilities that arise from tacit knowledge and human values to effective stakeholder engagement (Sharma and Vredenburg, 1998;Sivakumar, 2017). This paper attempts to discuss aholistic humanvalues-based approach to stakeholder engagement in CSR.…”